Dr Raju and Partners

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The service performed significantly better than the national average in the results of the 2025 National GP Patient Survey. For example, 97% of respondents to the survey described their overall experience of contacting this service as being good, compared to a national average of 70%. In addition, 92% respondents to the GP Patient Survey responded positively to how easy it was to contact their GP practice on the phone. This was significantly above the national average of 53%. This showed people could access the service when they needed it in a way that suited their needs. For example, by telephone, in person or through the service’s website or the NHS app.

We received positive feedback from 2 people who used the service, through our Give Feedback on Care system, regarding access to appointments. One person told us they received a quick response to an online request for an appointment. Another person told us their appointment was booked with the most appropriate clinician within 24 hours of making the request. During our assessment, we found that on the day appointments were readily available and that pre-bookable appointments with a GP, practice nurse or advanced nurse specialist were available within 1 week.
When people could not attend appointments within normal working hours, extended hours appointments were available between 6.30-8pm on weekdays and 9am-5pm on Saturdays.
Staff provided weekly virtual ward rounds to support care home residents who were unable to visit the surgery.

Staff had made changes to improve access. This included the introduction of eConsult, a secure, form-based online platform that allowed people to contact their GP practice remotely. The service had identified that many of their patients preferred traditional methods of booking appointments, such as over the telephone or in person, so had continued to provide this service for people. There was level access to the premises and an automatic door had been fitted to the entrance to ensure ease of access to the service. There were 6 parking spaces for people with a disability and a wheelchair within the practice. Treatment rooms were located on the first floor, and there were 2 lifts for people with mobility problems.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. Staff had received training in equality and diversity and, prevention of radicalisation to support them in this. They tailored their care, support and treatment in response to this. For example, to improve digital inclusion and patient access, the Primary Care Network (PCN) facilitated targeted training sessions. This initiative directly supported people who previously experienced digital barriers, empowering them to confidently use the NHS App to manage and book their appointments.

People were treated equally, and care was delivered free from discrimination. Leaders proactively identified and removed barriers to care, ensuring equitable experiences for all. To improve people's experiences, the service collaborated with key professionals and implemented tailored adjustments. These included working with the social prescriber to assist people with disabilities, those experiencing loneliness, and carers. They also partnered with mental health workers to support individuals with anxiety, depression, autism, or sleep issues. The service had access to language interpreters for people whose first language was not English and, British Sign Language (BSL) interpreters. A hearing loop for people who had a hearing impairment was also available. They offered large print materials for people with visual disabilities and easy-read documents for those with learning disabilities. Longer appointment times were offered to these groups of people to ensure their needs were fully met.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff followed processes to ensure people could register at the service, including those in vulnerable circumstances such as homeless people and Travellers. Staff used systems to capture and review feedback from people who used the service, such as the Friends and Family Test. This feedback showed that people were extremely satisfied with the care and support provided.
 

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.